1. Purpose

Fixena is designed to provide a safe, useful and trusted environment for homeowners and professionals.

This Acceptable Use Policy explains what users must not do when using Fixena.

It applies alongside the Fixena Terms & Conditions, Privacy Policy, Homeowner Code of Conduct and Professional Standards.

This policy applies to anyone using Fixena, including:

• homeowners;

• professionals;

• businesses;

• visitors using interactive Fixena features; and

• anyone accessing Fixena through an authorised account.

You must use Fixena lawfully.

You must not use Fixena to:

• commit or facilitate a criminal offence;

• facilitate fraud;

• facilitate theft;

• facilitate money laundering;

• facilitate harassment or abuse;

• facilitate violence;

• facilitate unlawful discrimination;

• deliberately evade legal or regulatory requirements; or

• otherwise breach applicable law.

You must not use Fixena to deceive another person.

This includes:

• creating fake identities;

• impersonating another person or business;

• providing fraudulent documents;

• providing false qualifications;

• providing false insurance information;

• deliberately misleading someone about your services;

• manipulating job information;

• using stolen payment information;

• creating accounts for fraudulent purposes; or

• attempting to obtain money, services or information through deception.

You are responsible for keeping your Fixena account secure.

You must not:

• share your password;

• allow another person to use your account;

• attempt to access another person’s account

• bypass authentication;

• interfere with security controls;

• attempt to obtain another user’s credentials; or

• create accounts to circumvent restrictions placed on another account.

If you believe your account has been compromised, you should contact Fixena promptly.

You must not attempt to interfere with or compromise Fixena’s technology.

This includes:

• hacking;

• attempting to bypass authentication;

• exploiting vulnerabilities for malicious purposes;

• introducing malware;

• distributing viruses;

• deploying malicious code;

• attempting unauthorised database access;

• attempting to access restricted APIs;

• probing security systems without authorisation;

• disrupting servers or infrastructure; or

• attempting to gain administrative privileges without permission.

Nothing in this policy prevents responsible security research that Fixena has expressly authorised.

You must not scrape, harvest or systematically collect information from Fixena without permission.

This includes using:

• bots;

• crawlers;

• automated scripts;

• data extraction tools;

• automated account creation; or

• other systems designed to collect Fixena information at scale.

You must not use automated systems to circumvent technical limits or access controls.

Fixena may provide authorised APIs or other access mechanisms in the future.

Those mechanisms must only be used in accordance with their applicable terms.

You must not use Fixena to send spam or unsolicited communications.

This includes:

• bulk messages;

• automated promotional messages;

• irrelevant commercial messages;

• phishing messages;

• repeated unwanted contact;

• malicious links; or

• communications intended to deceive recipients.

Professional contact information obtained through Fixena must not be used for unrelated marketing without an appropriate lawful basis.

You must not use Fixena to distribute:

• phishing links;

• malware;

• fraudulent websites;

• malicious downloads;

• credential-stealing tools; or

• other content intended to compromise another person’s device, account or information.

You must not use Fixena to facilitate activities that create an unreasonable risk of serious harm.

This includes using Fixena to deliberately arrange:

• dangerous or unlawful work;

• unsafe electrical or gas work;

• deliberately unsafe building work;

• activities intended to damage property;

• violent activity; or

• other dangerous unlawful activity.

Professionals and homeowners should use appropriate qualified specialists where work requires specialist expertise or legal certification.

Fixena must not be used to threaten, intimidate, harass or abuse another person.

This includes:

• threatening messages;

• repeated unwanted contact;

• stalking;

• intimidation;

• sexual harassment;

• discriminatory abuse;

• publishing private information to intimidate someone;

• threats of violence; or

• deliberately humiliating or degrading another user.

Serious or repeated abuse may result in immediate account suspension.

Users must not use Fixena to discriminate unlawfully against another person.

This includes discrimination or harassment based on protected characteristics under applicable UK law.

Fixena may remove discriminatory content and take action against accounts involved in serious or repeated discriminatory behaviour.

You must not upload, post, transmit or store content through Fixena that is:

• unlawful;

• fraudulent;

• seriously abusive;

• threatening;

• deliberately defamatory;

• invasive of another person’s privacy

• sexually exploitative;

• intended to facilitate criminal activity; or

• otherwise prohibited by applicable law.

Fixena may remove content that breaches this policy.

The Home Passport is intended to help homeowners organise legitimate information about their property.

You must not use it to:

• store fraudulent documents;

• deliberately misrepresent ownership;

• upload documents belonging to another person without appropriate authority;

• distribute another person’s private information

• publish sensitive information unnecessarily;

• impersonate a property owner;

• manipulate property history; or

• use the Home Passport to facilitate unlawful activity.

Information within a Home Passport should be relevant to the purpose for which it is stored.

You must respect the privacy of other users.

You must not use Fixena to:

• collect personal information without a legitimate reason;

• publish another person’s private information

• sell user information;

• share private information unnecessarily;

• use contact details for unrelated purposes; or

• attempt to identify or track another user without lawful justification.

This applies particularly to information obtained through:

• job posts;

• Home Passports;

• professional profiles;

• messages;

• documents;

• photographs; and

• other Fixena functionality.

You must not attempt to manipulate Fixena’s verification system.

Professionals must not:

• submit false documents;

• use another person’s qualifications

• use another business’s insurance

• impersonate a verified business;

• provide expired information as current;

• interfere with verification processes; or

• misrepresent what a Fixena verification badge means.

Homeowners must not falsely claim to have completed jobs, reviews or relationships with professionals.

Users must not manipulate Fixena’s review or rating system.

This includes:

• fake reviews;

• coordinated fake reviews;

• review exchanges designed to inflate ratings;

• paying for positive reviews;

• threatening negative reviews to obtain a benefit;

• creating multiple accounts to influence ratings; or

• submitting reviews for experiences that did not occur.

See the Fixena Reviews & Ratings Policy for further information.

Users must not deliberately manipulate Fixena’s marketplace.

This includes:

• creating fake jobs;

• creating duplicate accounts;

• submitting fake professional responses;

• artificially inflating demand;

• manipulating rankings;

• deliberately misleading users about availability;

• creating jobs for purposes unrelated to obtaining legitimate services; or

• using the marketplace to collect information about competitors.

Users must not deliberately circumvent Fixena fees or marketplace functionality.

This includes deliberately:

• avoiding a Match after using Fixena to identify a professional;

• creating duplicate accounts to avoid fees;

• encouraging another user to bypass a Match;

• falsely cancelling a Match while continuing the same transaction;

• manipulating the Match system; or

• using Fixena information specifically to avoid an applicable Fixena charge.

Nothing in this section prevents genuine existing relationships or legitimate ongoing relationships between homeowners and professionals.

The detailed rules are set out in the Match Fee Policy and Terms.

You must not use Fixena to:

• provide fraudulent payment information;

• use another person’s payment method without authorisation

• manipulate payment systems;

• deliberately avoid properly incurred charges;

• engage in payment fraud; or

• facilitate money laundering.

You must not upload or use content through Fixena that you do not have the right to use.

This includes:

• copyrighted photographs;

• documents;

• logos;

• trade marks;

• software;

• designs; or

• other protected material.

You should only upload material where you have the necessary rights or permission.

You must not use Fixena to operate an unrelated commercial service without permission.

For example, users must not use Fixena to:

• build competing databases;

• harvest professional information;

• resell Fixena data;

• advertise unrelated services at scale;

• recruit users for unrelated platforms; or

• use Fixena infrastructure as a general-purpose commercial messaging system.

Fixena may establish a responsible disclosure or security research programme in the future.

Until such a programme exists, users must not conduct intrusive security testing against Fixena without prior written authorisation.

If you believe you have discovered a security vulnerability, contact Fixena rather than attempting to exploit it.

If Fixena suspends, restricts or removes an account, you must not create another account to deliberately circumvent that restriction without Fixena’s permission.

Where Fixena provides AI functionality, users must not deliberately use it to:

• generate fraudulent documents;

• impersonate another person;

• facilitate fraud;

• generate malicious code intended to compromise Fixena or another person’s systems

• create deceptive professional credentials;

• manipulate reviews;

• generate unlawful content; or

• deliberately mislead other users.

AI-generated information should not be represented as professional certification, legal advice, structural assessment or other specialist advice unless it has actually been provided by an appropriately qualified professional.

Where Fixena reasonably believes that an account or activity presents a risk to:

• users;

• professionals;

• homeowners;

• personal information;

• platform security;

• financial systems; or

• the integrity of Fixena,

we may take proportionate action.

This may include:

• removing content;

• restricting functionality;

• cancelling a Match;

• requiring additional verification;

• suspending an account;

• permanently removing an account; or

• reporting matters to appropriate authorities where required or appropriate.

If you believe someone is misusing Fixena, you should report it.

Reports may relate to:

• fraud;

• fake profiles;

• false professional credentials;

• harassment;

• safety concerns;

• privacy breaches;

• malicious activity;

• suspicious reviews;

• payment fraud; or

• other breaches of this policy.

Reports should be made honestly and should contain information that is reasonably accurate.

Users must not retaliate against someone because they:

• reported suspected misuse;

• made a complaint;

• provided evidence to Fixena;

• left a genuine review;

• exercised a legal right; or

• cooperated with an investigation.

Where a user breaches this policy, Fixena may take action proportionate to the circumstances.

This may include:

Warning

For minor or first-time issues.

Restriction

Limiting access to particular features.

Verification

Requiring additional information before continued use.

Suspension

Temporarily preventing account access.

Removal

Permanently terminating access to Fixena.

External reporting

Where necessary or appropriate, reporting suspected criminal or serious unlawful activity to relevant authorities.

We may update this Acceptable Use Policy as Fixena develops.

Updates may reflect:

• new technology;

• new platform functionality;

• new threats;

• changes in law;

• new professional services;

• AI developments; or

• changes to security requirements.

Questions or reports relating to this policy can be sent to:

Fixena Ltd Email: hello@fixena.co.uk